Job Summary
Deskside Support and Operations
Windows Mac Mobility Print Collaboration. Video and VoiceTelephony. Smart hands for other L2 3 teams
Premier Technical Support
Provide high touch support for a select group of critical end users executives trading floors customer centers legal teams and walk up TechZone services.
Depot Management
Provide centralized depot services to manage the staging repair inventory logistics and lifecycle activities of end user IT hardware and accessories
Responsibilities
Endpoint Windows Mac Mobility and Collaboration M365 Teams Outlook SFT Tools Mural
Serve as the escalation point of for the SD to contact for end users providing support for hardware software and services. Note with some exception this is typically after a ticket is created through automation or at the Service Desk through chat or phone contact.
Management of enduser incidentsservice requests via ticket tracking software.
Provide onsite Smart Hands support to execute hardware replacements installations cabling and other infrastructure tasks on behalf of other teams ensuring accurate implementation timely updates and proper documentation throughout project operational and lifecycle activities.
Triage and resolve common endpoint issues escalate complex or unresolved problems to L2L4 support teams and work collaboratively until resolution.
Support lifecycle management activities including device deployment refresh recovery redeployment and disposal.
Coordinate and execute new hire deployments including device setup imaging onboarding and initial training.
Assist with IMACD Install Move Add Change Dispose requests for endpoint devices.
Provide expedited VIP support for executives and critical business functions.
Maintain operational documentation and contribute to knowledge base articles for common endpoint issues and solutions.
Support project and change initiatives by coordinating endpointrelated activities execution validate technical readiness and ensuring smooth transitions for end users
Provide end to end user support as the single point of contact delivering onsite assistance when required and owning incidents through resolution with clear communication and cross team coordination.
Serve as the escalation point of for the SD to contact for end users providing support for hardware software and services. Note with some exception this is typically after a ticket is created through automation or at the Service Desk through chat or phone contact.
Management of enduser incidentsservice requests via ticket tracking software.
Provide onsite Smart Hands support to execute hardware replacements installations cabling and other infrastructure tasks on behalf of other teams ensuring accurate implementation timely updates and proper documentation throughout project operational and lifecycle activities.
Triage and resolve common print issues escalate complex or unresolved problems to L2L4 support teams or leasing providers.
Support lifecycle management activities for print devices including deployment refresh recovery redeployment and disposal.
Coordinate and execute new printer installations and badge printing setup including new hire support.
Assist with IMACD requests for print devices.
Provide expedited VIP support for executives and critical business functions.
Maintain operational documentation and contribute to knowledge base articles for common print issues.
Support project and change initiatives by coordinating endpointrelated activities execution validate technical readiness and ensuring smooth transitions for end users
Provide end to end user support as the single point of contact delivering onsite assistance when required and owning incidents through resolution with clear communication and cross team coordination.
Video Conferencing Digital Signage
Serve as the escalation point of for the SD to contact for end users providing support for hardware software and services. Note with some exception this is typically after a ticket is created through automation or at the Service Desk through chat or phone contact.
Management of enduser incidentsservice requests via ticket tracking software.
Provide onsite Smart Hands support to execute hardware replacements installations cabling and other infrastructure tasks on behalf of other teams ensuring accurate implementation timely updates and proper documentation throughout project operational and lifecycle activities.
Triage and resolve common videosignage issues escalate complex or unresolved problems to L2L4 support teams or vendors.
Support lifecycle management activities for video and signage devices including deployment refresh recovery redeployment and disposal.
Coordinate and execute new hire deployments and meeting room setups.
Assist with IMACD requests for video and signage devices.
Provide expedited VIP support for executives meetings and events.
Maintain operational documentation and contribute to knowledge base articles for common videosignage issues
Support project and change initiatives by coordinating endpointrelated activities execution validate technical readiness and ensuring smooth transitions for end users
Provide endtoend user support as the single point of contact delivering onsite assistance when required and owning incidents through resolution with clear communication and crossteam coordination.
VoiceTelephony
Serve as the escalation point of for the SD to contact for end users providing support for hardware software and services. Note with some exception this is typically after a ticket is created through automation or at the Service Desk through chat or phone contact.
Management of enduser incidentsservice requests via ticket tracking software.
Provide onsite Smart Hands support to execute hardware replacements installations cabling and other infrastructure tasks on behalf of other teams ensuring accurate implementation timely updates and proper documentation throughout project operational and lifecycle activities.
Triage and resolve common telephony issues escalate complex or unresolved problems to L2L4 support teams or circuit providers.
Support lifecycle management activities for voice devices and circuits including deployment refresh recovery redeployment and disposal.
Coordinate or execute onsite cabling requirements.
Coordinate and execute new hire deployments including phone setup and onboarding based on individual Cargill business unit requirements.
Assist with IMACD requests for voice devices.
Provide expedited VIP support for executives and critical business functions.
Maintain operational documentation and contribute to knowledge base articles for common telephony issues.
Support project and change initiatives by coordinating endpointrelated activities execution validate technical readiness and ensuring smooth transitions for end users
Provide endtoend user support as the single point of contact delivering onsite assistance when required and owning incidents through resolution with clear communication and crossteam coordination.
Smart Hands for other L2 teams e.g. Network Hosting
Provide onsite Smart Hands support to execute hardware replacements installations cabling and other infrastructure tasks and project on behalf of other teams ensuring accurate implementation timely updates and proper documentation throughout project operational and lifecycle activities.
Premier Technical Support For a smaller subset of locations Executive Support Trading floors Customer Connection Center TechZone HR Law
Endpoint Windows Mac Mobility and Collaboration M365 Teams Outlook SFT Tools Mural
Communicate technical information clearly and concisely to both technical and nontechnical audiences.
Strong problemsolving mindset and ability to remain calm under pressure.
High level of discretion and professionalism when handling sensitive executive data and interactions.
Provide immediate L1L3 technical support to clients with awareness of the impact. Ensuring minimal downtime and optimal performance of all personal computing devices and software applications.
Quick escalation to the team that owns the solution and work collaboratively to provide timelines for next steps until resolved.
Provide timely updates set expectations and ensure transparency during issue resolution and project execution.
Organize and maintain comprehensive documentation of clients IT setups preferences and issue resolution histories to provide personalized and efficient support.
Advise clients on technical solutions to meet unique needs as they arise.
Stay updated on latest technologies relating to clients needs.
Share knowledge with peers and contribute to internal knowledge bases.
Anticipate clients needs and proactively manage their technical environments.
Inform clients of outages and potential technical impacts.
Lead or support lifecycle management activities including device deployment refresh recovery redeployment and disposal.
Coordinate and execute new hire deployments including device setup imaging onboarding and initial training.
Assist with IMACD Install Move Add Change Dispose requests for endpoint devices.
Management of Customer interactions via ticket tracking software.
Provide awareness of major issues to leadership.
Provide prompt onsite support to walkin users at TechZones. i.e. TechZones are physical location within an office where users can access immediate in person IT support services without prior arrangements.
Communicate technical information clearly and concisely to both technical and nontechnical audiences.
Strong problemsolving mindset and ability to remain calm under pressure.
High level of discretion and professionalism when handling sensitive executive data and interactions.
Serve as the first point of contact for print device users providing L1 support for hardware consumables and print workflows.
Provide immediate L1L2 technical support for hardware consumables and print workflows with awareness of the impact and care. Ensuring minimal downtime and optimal performance of all printing appliances and software.
The Salary for this position will be 79,000 - 90,000 yearly depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
À savoir avant de postuler
- Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
- Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
- L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
- Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
- Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
- Inclusion: Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.
À propos de Cognizant
Cognizant (NASDAQ: CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif: améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus: cognizant.ai ou @cognizant.
